Alert Requesters Manager/"Reporting To" when Request is put in
Is there any way for a users "Reporting to" user to be notified and/or CCd on a ticket what a user emails in a ticket? I would like users managers to be notified when their employee puts in a ticket.
Custom notification for 1 specific user?
I have a custom email notification when a request is created. Would like to know if there is any way to have another custom template for 1 specific user.
Join us in Denver or Seattle to transform your IT management: ManageEngine Seminar 2018!
We're hosting a free IT management seminar on Tuesday, July 24 in Seattle and on Thursday, July 26 in Denver, and we'd love to have you there! We're going to be touching every aspect of your IT, and you can expect some great insights and fun discussions. Click here to check out all the details. Click here to check out all the details. What's in it for you? Discover ways to simplify complex IT tasks and improve business productivity. Learn some best IT practices for your organization, brought to
Upgrade failed: Problem during installation of patch: ERROR: column am.amcanorder does not exist
Hello, Could you please help the error when upgrade with issue "Problem during installation of patch: ERROR: column am.amcanorder does not exist" Application server: Linux redhat 7.5 x64; SDP 9.326 DB server : Linux redhat 6.10 x64; Postgres 9.6 Update from SDP 9.326 to 9.334 Thanks, P
Too many categories
Our IT Department is split between five different groups. Each group has their own specific responsibilities and very rarely overlap with each other. At the moment we have all the categories that each group uses listed but it's gotten rather long and you have to hunt to find the best category for a ticket. Because of this and the high workload the techs tend to use a generic category we have listed and that doesn't give us a very accurate reading of what we all do day to day. But it's fast and their
Rejected requests with more than one approver are not closed automatically
We have configured in SDP the auto closing option for rejected requests. This option is currently working in simple cases, but if we reject a request that have more than one approver per phase, this request is not closed automatically. Do you have any idea of the possible cause? Thank you. Simone
Tasks as Mandatory Field for Request Closing Rules
Hi Guys, Is there any way in ME SD that before a Requests can be closed, the system must make sure that all associated tasks for the request must be Closed? Thanks D.
ServiceDesk+ INC -> JIRA Issue -> ServiceDesk+ INC
Greetings, I have SD+ installed in my Dev Environment and one of the selling points I need to demonstrate before management will purchase the product is integration with our On PREM JIRA install. I was able to get SD+ to make a ticket in JIRA however and I get the pop-up that says "Ticket created with Id: 23508 and Key: CRM-2619" however the JIRA_ISSUE_ID and JIRA_ISSUE_KEY fields do not get populated in the SD+ Incident ticket. I am also unable to get the Second half of the equation to work with
Selectable templates for Announcements
We have a 'traffic light' style announcement system for notifying staff of: * Information - Green * Important - Orange / Yellow * Critical - Red For each of these we have a template with the correct color scheme etc. I would love to see a selectable template in the announcement feature where we could choose the severity of the announcement before it is sent out. A drop down to select form a pre-set list of templates would be great and allow us to continue with our overall branding of the ServiceDesk.
Home Page customization
Is there a was to create additional home pages? I would like to create an additional page, but it seems to be limited to technicians and requestors. I would like to add Change Managers and maybe one more. Is this a possibility? Also is it possible to edit the existing widgets? I would like to modify the "My summary" Widget.
ServiceDesk Plus Development Bug Tracking / Feature Requests
Greentings All - I am a new member to the community, am using the trial of ServiceDesk Plus, and am ready to propose purchase of Enterprise, but my experiences in clarifying bugs and announced features not yet available is preventing me from completing that proposal. While their is good documentation for many of their products, there is no documentation or consistancy that I have found with ManageEngine / SDP support. I will share some experiences, and I will share some ideas. Please share your
Field Dependancy
Hi, We are trying to add additional fields to Incidents and Requests to identify the Floor and Room that the Requester is located in. So we may have, as an example, the Floor field as First Floor and the Room field as Meeting Room 2. We were looking to have two separate fields, with the Rooms only showing for the selected Floor. This would work similarly to Category and Sub-category, but I cannot seem to find any way to make it work. Does anyone know if it is possible and has anyone done this previously?
add an attachment to a CI using REST
Is it possible to add an attachment to a CI using REST ? I cannot seem to find how to do this ? thanks
Using the API to pull open tickets
Hello, I am using powershell to script somethings. I was wondering if it is possible to use the API and powershell to pull only open tickets? Thanks!
Importing Requesters on Full domain results in an error
When i go to import requesters and I click Import Now, then select the full domain or top level OU, it takes me to this error screen in the attachment. I can dig deeper into the OUs and do smaller batches, but when i try to import the top level it results in an error.
Export to Excel
Hi, I wanted to export the list of Statuses from within the Helpdesk Customizer, but this just throws me an error in Excel. Is there a way that I could build a report and then export the list from there? I will admit that I am new to SDP, although I have lots of experience with other toolsets. TIA Ian
Can't get Mail Fetching to work after migration to O365 outlook.office365.com
Hello, after migration to O365 I can't get Mail Fetching to work. Sending email via SMTP work fine. I've tried multiple settings IMAP/IMAPS/POP/POPS etc with different settings and credentials. Kindly see attached log file. I would appriciate any help and tips that will help solving this case. Our version: 9.4 compilation 9407 Ports are open. Br, Maciej
Custom Report
How do I create a rolling 12 month report that shows the number of tickets opened in each month by category?
9412 survey enhancements feedback
We just upgraded to 9412, and I would like to give some feedback on the survey enhancements. For starters--I really like the updated look. Feels nice and clean. However, there are a few issues: On the User-based report at the bottom of Survey Reports, all of the surveys are ordered by Response Date ascending. This means in order to see the most current survey results, we have to click the next button a hundred times, or use the filter on the left. I think it would be best sort these descending instead
Tickets automatically re-opened when sent to alias of primary email address
I am new to Service Desk and have been trying to troubleshoot an ongoing issue that we have been having. Periodically when we try to close a ticket the ticket is automatically re-opened within minutes. I have finally seemed to identify a pattern. It seems that this occurs when someone outside our organization sends the original request to an alias of our primary ticket address. My assumption is that it relates to Service Desk Plus including the alias email address in the close notification.
Active Directory Sync
When a scheduled Sync is set - are you able to select specific Folders in Active Directory to sync and not the whole Tree?
Self Service Portal URL
HI Can't seem to find the default Self Service Portal URL CAn you tell me what the address is?
Delete closed requests older than 12 months
Hi, With GDPR on the table and the general way of how personal data shouldn't be kept for longer than needed I'm curious if there's a good way to delete older requests. I *think* I can do a simple custom view where Request status is 'Closed' and Last Update Time is less than the date a year ago to get all the closed requests that havn't been touched since then. Though I can work with such a solution I'd much rather automate it, cause I have a feeling it's a task that'll get tedious in a hurry. Is
Print Preview Function- How to add ( include) task details?
Hi All, Print Preview function is usefull. But i have some taks in a request, i want to print our request and the same request taks, is it possible? Or there any different method? Report,etc...
Advanced search rexecutes last search everytime you click on it
I have noticed that the advanced search reexecutes the last search that was executed every time you go to use the advanced search. This takes a long time to load the search, would it be possible to clear it some how so every time you use the advanced search it starts with a blank search so it is quick to load? I am currently running SDP 9.4 Build 9409 with MSSQL database.
Delete Table Views in Upgrade to 9.4?
I have been in the process of upgrading a test environment to the latest version, and noticed that things got a little more complicated with the upgrade to 9.4. I have waited for the migrations to complete, but I also found a reference to deleting table views in the database. The only view that exists in our database is the sdp_DateDiff view - is it necessary to delete this one? Or is it more meant for deleting any custom views that admins may have created?
Workstation type
Is there any posibility to specify new type= Server? Because there are already 2 types:desktop and laptop.
Query Report for Requests Received per week for the last 5 weeks
Good day I need to add a widget to our Dashboard that is similar to "Requests Received in the Last 20 Days" but I need it per week for the last 5 weeks and not per day. I have looked, but there is no way I can edit this Widget or any standard report that I can edit to provide this report. I also tried to look at SQL queries, but without success. Is there maybe an SQL query I can use to provide a similar report, but that show the data per week? Database: PGSQL Version: 9.4 Build 9409 Thanks Ryno
Cannot report on "Impact Details" field
I'm not sure whether this is a standard field in ServiceDesk+, but I'm unable to report on a field called "Impact Details" We do not use this field anymore in most of our templates, but some still have this field visible. Before removing it from the templates in question, I wanted to make sure that no one really uses it anymore, but when I went to Reports this field was not visible to report on ("Impact" is, but "Impact Details" is not). It cannot be selected as criteria, and it can't be displayed
Wrong timezone and time
Here is CentOS command promt output after a fresh trial version installation: [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# date Fri Jan 26 18:42:31 EET 2018 [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# ./java -cp time.jar Time TimeZone sun.util.calendar.ZoneInfo[id="Europe/Berlin",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=143,lastRule=java.util.SimpleTimeZone[id=Europe/Berlin,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]]
Assets with the most incidents
Hi, Is it possible to create a report showing the assets that have the most linked incidents/problems? Thanks
report on running work timer
Hi, I'm trying to create a report that shows us any tickets for a particular technician whose work timer is currently running. Sometimes techs tend to forget to stop the timer. I'm trying to find a field/property that would show me whether or not the timer is running, but had no luck so far. Is it possible at all? Any suggestions would be greatly appreciated. Thanks Martin
[Free ServiceDesk Plus training] : Masterclass webinar series
Hello there, On April 12th we started our free, eight-part training series on the major modules in ServiceDesk Plus. This ServiceDesk Plus Masterclass series was designed to help you make the most of ServiceDesk Plus and implement ITIL best practices to improve your service desk's productivity. We are nearing the end of the series with just two sessions remaining. Unlike previous sessions, where we discussed ServiceDesk Plus' major modules, these sessions are about additional customizations
Business rules/Triggers
Hello, I'm looking at doing some automations within the application that involves changing the status of a ticket. For example, we use the 3rd party status when we need assistance from vendors. I would like to automate a process where the ticket, once it has been in the 3rd party status for a period of time, triggers a notification to the technician and then changes the status of the call. Would this be possible? I was thinking that we could do this within the Incident SLA section but there is not
Closing a dependency
When working with tasks, I found that I couldn't close a lower level task dependency once I completed it. I had to close the parent first, then go back and close the dependent. Shouldn't this be the exact opposite? Shouldn't I have to close the dependents first before I can close the parent? Shouldn't the objective of this function be to create a task list with action items, and close each action item, then close the parent when all actions are taken and completed? Maybe I don't understand the concept
Incorrect Time Zone
Hi, After upgrade to 9207 time is displayed one hour ahead. How to fix it?
change timezone
Hello team. Install ServiceDesk 9.1. How chenge timezone for Moscow UTC +4 till UTC +3. Thenks
Custom Form Grouping or Labels
When creating custom forms using additional fields is there a way to group like sections of the fields together and separate them from other groups? Also would like to add header or sub-header labels within these sections but i do no see a way to just add a label without a text field or other input widget. Thanks.
Managing WAN links in the CMDB
Hi, Does anyone define their different types of WAN links as CI and manage them this way? If so how are you doing it? Cheers
32 bit to 64 bit on the same machine
Hi, I can find a guide on how to upgrade service desk plus to 64 bit, but when you reference the guide it always talks about how to do it on another machine. What process should I follow if I have servicedesk 32 bit installed on a 64 bit machine and just want to upgrade that install on that same server? Thanks
Next Page